AUCCE Part 2 Training
AUCCE (Administering Unified Contact Center Enterprise) Part 2 v11 is a five-day instructor-led course for system engineers and customers who will be involved with day two support of a UCCE solution deployed in a Customer Voice Portal (CVP) comprehensive environment. This course gives the learner an understanding of the requirements, resources and tools required to perform complex adds, moves and changes in the inbound/outbound UCCE environment.
This course is intended for those performing advanced administration of the solution, or who may be responsible for Level 2-3 support of the solution. The AUCCE Part 1 course or equivalent prior experience is a prerequisite for attending this course. The overall goal of this course is advanced administration of the solution by a deeper exposure into the technical operational requirements and the tools used to configure and ensure functionality.
- Exam Number:
- 600-460
- Exam Name:
- Implementing and Supporting Cisco Unified Contact Center Enterprise
- Certifications:
- Cisco Unified Contact Center Enterprise Specialist
- Duration:
- 5 Days
Upcoming Dates
What's Included
- Comprehensive study materials and official Cisco courseware
- Remote lab access
Prerequisites
- Attendance of AUCCE Part 1 or equivalent real world experience is a requirement to attend this course.
- DO NOT take this course if you are new to UCCE.
- Working knowledge of Unified Communications Manager and Voice Gateways would be really helpful.
Course Objectives
After completing this course, you will be able to:
- Demonstrate advanced proficiency with add/move/change of the ACD/PBX (agent/skill) environment of UCCE.
- Demonstrate advanced proficiency with add/move/change of the Interactive Voice Response (IVR) (prompt/collect) environment of UCCE including both MicroApp and Voice Extensible Markup Language (VXML) solution scripting (ICM Scripting and Call Studio scripting).
- Demonstrate effective use of system tools to track and troubleshoot a call within a call flow.
Course Outline
Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
- Lesson 1: Introducing UCCE
- Lesson 2: Unified CCE Architecture and Components
- Lesson 3: UCCE Terms, Routing and Additional Components
- Lesson 4: Accessing UCCE Tools
Module 2: CCE Configuration and Scripting Review
- Lesson 1: Configuration Manager and Script Editor Review
- Lesson 2: CTI Review
- Lesson 3: Agent Skill Review
- Lesson 4: Microapps and Media File Review
- Lesson 5: Precision Routing Review
- Lesson 6: Transfers and RONA Review
- Lesson 7: Mobile Agents
Module 3: Implementing Business Rules
- Lesson 1: Advanced Scripting and Routing
- Lesson 2: ICM Scripting Variables, Expressions, Formulae and Functions
- Lesson 3: Creating and Admin Script for Time of Day Routing
- Lesson 4: Creating Feature Control Sets and Users
Module 4: CCE VXML Solution
- Lesson 1: Basic VXML Functionality
- Lesson 2: Installing and Configuring VXML solution
- Lesson 3: Basic VXML - SQL Database Lookup
- Lesson 4: Exploring Courtesy Callback
- Lesson 5: Agent Greeting
Module 5: CCE Outbound
- Lesson 1: Introduction to Outbound Option
- Lesson 2: Configuring Outbound Option for Agent and IVR Campaigns
Module 6: CCE Support considerations
- Lesson 1: Supporting UCCE
- Lesson 2: Diagnostic Framework Suite
- Lesson 3: UCCE Support
- Lesson 4: Tracking an Agent call through the Database
Labs
- Lab 1: Check out the Lab Environment
- Lab 2: Explore Voice Gateway
- Lab 3: Explore CVP and ICM Servers
- Lab 4: Administering ICM Dialed Numbers and Call Types
- Lab 5: Media Files and Variables in ICM Scripting
- Lab 6: Basic IVR Scripting with MicroApps
- Lab 7: Configure ICM for basic Agent and Skill Group Functionality
- Lab 8: Configure UCM for Agent Functionality
- Lab 9: Install CTIOS Agent Desktop(Optional)
- Lab 10: Scripting for Skill Groups and Queuing
- Lab 11: Configuring Precision Routing
- Lab 12: RONA
- Lab 13: CTI Route Point Initiated Calls
- Lab 14: Agent initiated transfers into UCCE using the ICM Dialed Number Plan
- Lab 15: Configure Calls using SIP with Proxy
- Lab 16: Administrative Scripting
- Lab 17: Feature Control Sets and Users
- Lab 18: VXML Server Configuration and Call Studio Installation
- Lab 19: Create and Deploy a Basic Call Studio Project
- Lab 20: Integrate VXML Applications with ICM Script
- Lab 21: SQL DB Lookup Functionality for VXML
- Lab 22: Courtesy Callback
- Lab 23: Agent Greeting
- Lab 24: Configure SIP Outbound Dialer Basic Agent Campaign
- Lab 25: Challenge Lab: Build IVR campaign
- Lab 26: Using Troubleshooting Tools
- Lab 27: Track a call thru RCD and TCD
- Lab 28: Instructor generated Break/Fix lab